Marriott Careers

Manager, Elite Experience

Bethesda, Maryland
Sales and Marketing


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Posting Date Oct 11, 2019
Job Number 19130133
Job Category Sales and Marketing
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.  We believe a great career is a journey of discovery and exploration.  So, we ask, where will your journey take you?


The Manager, Member Experience will provide program support and manage programs and initiatives to enhance the member experience across all touch points of Marriott’s loyalty program, including activities that optimizing the member lifecycle experience. These initiatives may include member recognition strategy execution/gifting, new benefit development, direct member servicing, on-property benefit delivery, program/project measurement, and overall program management. Working alongside the Senior Manager, the Manager will ensure that member benefits are able to be executed, monitored and marketed in accordance with program terms and conditions. This position will also be responsible for measuring and tracking the loyalty and Elite competitive landscape.

  • 4-year degree from an accredited university in Business Administration, Marketing, or related major and 2+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;
  • 4+ years of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.
Experience Preferred:
  • Experience in Loyalty program preferred.
  • Hotel experience preferred
  • Deep knowledge and understanding of relationship marketing.
  • Strong project management skills, including a demonstrated ability to lead multi-functional project teams to drive concrete results and actions.  
Manages and Executes Elite Experience Activation
  • Coordinates Marriott’s loyalty program activation including both on-property and member facing materials.
  • Contributes to Elite strategy content development and helps to deliver flawless execution of the member experience across touchpoints (pre-stay, stay, post-stay).

Manages fulfillment of Elite materials; coordinate on-going member communications fulfillment, including achievement and renewal kits.

  • Organizes and executes projects to build Elite recognition and property activation; i.e., Elite tools, activation kits, best practice sharing, etc.
Managing Work Projects
  • Contributes to execution of annual Achiever/Renewer processes, to include coordination of Referral program processes.
  • Monitors the cross-channel experience to ensure the digital Elite experience is consistent and optimized.
  • Monitors and reports on the loyalty and Elite level competitive landscape.

Collaborates with internal and external stakeholders as a loyalty program subject matter expert to foster program growth.

  • Leads creative brief development and creative review process for Member Experience initiatives and training and ensures projects are at or under budget.
  • Engages in on-going performance measurement of the Elite program; recognition; benefits, delivery, impact and other related measures.
  • Provides strong ideation/input for Member Experience strategy development
  • Coordinates and consolidates internal feedback from communications, legal and proofreading on marketing materials
  • Enhances internal communications, reporting and analysis as appropriate.
  • Adjusts quickly to changing priorities, aggressive timelines and multiple objectives.
Managing Relationships
  • Demonstrates strong interpersonal and relationship building skills, experience in dealing with multiple and diverse stakeholders and interacts with business partners.
  • Collaborates with Global and Continent Operations Leaders to activate Rewards on property to foster program growth. 
  • Acts as liaison between Rewards and internal business owners to foster alignment, prioritization and program coordination.
  • Works extensively with Global Marketing, Brands, Information Technology, SLC Guest Services, Marriott Creative Agency, eCommerce, Customer Knowledge, Public Relations, Legal, and Finance to optimize member experience 
  • Leads and influences cross-functional internal and external teams execute all facets of the member experience
  • Engages with multiple agencies and vendor partnerships. 
Additional Responsibilities
  • Exhibits excellent written and verbal communication skills, across all organizational levels.
  • Represents loyalty programs in a professional manor.
  • Demonstrates proficiency in Microsoft Office applications, specifically Excel, Power Point, Word and Outlook.
  • Informs and/or updates leaders on relevant information in a timely manner.
  • Manages time effectively and conducts activities in an organized manner.
  • Uses problem solving methodology for decision making and follow up.
  • Performs other reasonable duties as assigned by manager.
  • Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
  • Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
  • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

  • Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

  • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

  • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
    • Reading Comprehension – Understands written sentences and paragraphs in work related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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